ServiceNow Business Analysis

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Your Role

• Analyze current ITSM/ITOM processes, identify improvement areas, and gather enhancement requirements through stakeholder workshops and customer engagement.
• Define and document target-state processes and functional specifications aligned with ServiceNow modules like
• Collaborate with cross-functional teams (onshore/offshore), lead customer focus groups, and apply Agile/Scrum methodologies throughout the project lifecycle.
• Develop test strategies, participate in testing phases, and coordinate user acceptance testing to ensure solutions meet business requirements.
• Drive ongoing process/toolset enhancements, manage trade-offs within time/cost/quality constraints, and lead complex briefings with senior stakeholders.
  
  

Your Profile

• 9–12 years of enterprise IT experience with deep expertise in ServiceNow, focusing on business analysis for ITSM/ITOM processes including Incident, Change, Problem, Knowledge, and Service Catalogue modules.
• Skilled in capturing business requirements, analyzing “as-is” processes, and designing “to-be” workflows aligned with ITIL standards and organizational goals.
• Proven ability to lead customer workshops, focus groups, and stakeholder sessions. Experienced in Agile/Scrum methodologies, ensuring iterative delivery and continuous feedback.
• Strong understanding of ServiceNow platform capabilities including scripting components (Business Rules, UI Policies, Notifications) to support automation and process optimization.
• Hands-on experience in developing test strategies, executing functional testing, and coordinating user acceptance testing to ensure solutions meet business and compliance requirements.
  
  

What Will You Love Working At Capgemini

• Work with the latest ServiceNow tools and practices aligned with its roadmap for innovative solutions.
• Collaborate with cross-functional teams including architects, business analysts, and client stakeholders.
  
  

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.